Remote Service Desk Analyst – File and Print @ Centorrino Technologies

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024 and one of the Best Places to Work Medium Size in Australia for 2024, with an outstanding eNPS score of 68. And we’re not stopping there. We’re on a mission to redefine the customer experience, and we need a passionate Service Desk Analyst to join our team in Australia.

The Service Desk Analyst – File and Print Specialist plays a critical role in the first-level support function of Centorrino Technologies, focusing on resolving client issues related to file access, storage, permissions, and printing. This position is responsible for responding to service desk tickets, providing exceptional customer service, and ensuring consistent and timely resolution of file and print-related incidents and requests. 

This role requires a strong understanding of Windows file systems, print management systems and hardware, and end-user troubleshooting. The ideal candidate will possess both technical expertise and excellent communication skills to effectively support end-users and maintain high client satisfaction. 

 

Requirements

What You’ll Do:

• Provide tier 1/2 support for File and Printer related incidents and service requests. 

• Respond to, investigate, and resolve tickets related to file access, file shares, user permissions, folder redirection, and mapped drives. 

• Provide support for print-related issues including printer queue errors, driver configuration, printer mapping, and connectivity issues. 

• Administer shared and network drive permissions in Active Directory or equivalent platforms. 

• Configure and support user access to shared folders and secure print environments. 

• Troubleshoot group policy-related file and print issues. 

• Assist in maintaining and managing print servers, queues, and associated infrastructure. 

• Escalate unresolved issues to the next level of support in accordance with SLAs. 

• Document all work performed in the ticketing system. 

• Proactively identify and report trends in recurring issues. 

• Liaise with third-party vendors as required to support print management hardware/software. 

• Participate in continuous improvement of documentation and knowledge base for file and print incidents. 

• Deliver outstanding customer service via phone, email, remote sessions, and face-to-face interactions. 

What You’ll Bring:

• experience in a Level 1 or 2 Service Desk or Technical Support role. 

• Strong experience with Microsoft Windows (10/11), Windows Server environments (2012R2/2016/2019/2022). 

• Proficient in Active Directory user and group management. 

• Familiar with printer and queue management (e.g., PaperCut, Windows Print Server). 

• Knowledge of SMB/CIFS file sharing protocols and mapped network drives. 

• Understanding of permission inheritance, security groups, and NTFS permissions. 

• Experience using remote desktop tools 

• ITIL experience or understanding of service management practices preferred. 

• Excellent customer service and communication skills. 

• Experience using a ticketing system such as ConnectWise. 

• Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders. 

• Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines. 

• Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly. 

• Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment. 

Benefits

Why You’ll Love Working Here:

Our company is more than just a workplace, it’s a hub of inspiration and creativity where employees love to work! Here’s why:

• Extensive training and development opportunities that enable continual growth as part of your career planning.
• Extensive discounts and benefits to maximise your money.
• A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
• Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.

 

CT celebrates diversity and enables every voice to be heard as we drive to create the world we want. Apply today and be part of a team that values innovation, inclusivity, variety and diverse backgrounds.

 

Note: A valid Vulnerable People / Working with Children Check (WWCC) and Police Check are required.